At a Glance
- Tasks: Build strong customer relationships and drive their success with our innovative solutions.
- Company: Join VitalSource, a leader in educational technology, fostering a collaborative and supportive environment.
- Benefits: Enjoy hybrid work, private medical and dental insurance, pension schemes, and education assistance.
- Other info: Flexible working options and a focus on wellbeing and professional growth.
- Why this job: Make a real impact by helping customers unlock the full value of our products.
- Qualifications: 3+ years in customer success or account management, preferably with SaaS experience.
The predicted salary is between 40000 - 50000 € per year.
VitalSource® is hiring a Customer Success Manager to contribute to our International Customer Success—supporting Institutions and Resellers team located in Milton Keynes, United Kingdom. This hybrid role is primarily remote with occasional in‑office collaboration and includes up to 20% travel for customer meetings, events, and other business‑related activities.
Step into a high‑impact role with the Customer Success team, where you won’t just support customers—you’ll shape their success. As a trusted advisor and strategic partner, you’ll drive satisfaction, retention, and growth by deeply understanding customer goals and helping them unlock the full value of our solutions. We’re looking for a dynamic Customer Success Manager who excels at building lasting relationships, leading seamless onboarding experiences, and turning engagement into long‑term impact.
Key Responsibilities- Build and maintain strong relationships across your accounts, understand stakeholder goals, and act as the customer’s advocate within VitalSource.
- Proactively engage customers, deliver training, and drive adoption of VST tools and products to ensure they realise value and return on investment.
- Document customer organisational structures, manage expectations, champion the VST value proposition, and develop strategies to increase product usage and satisfaction.
- Lead onboarding and integration projects, create and manage project plans, coordinate internal resources, and ensure timely delivery across departments.
- Act as a liaison between customers and internal teams (Product, Support, Inventory, Integrations, Sales, Legal, etc.), advocating for customer needs and priorities.
- Monitor financial trends, protect and grow annual recurring revenue (ARR), manage contract optimisation, and identify opportunities for upselling and cross‑selling using tools such as Qlik, Looker, and Metabase.
- Track progress on internal deliverables, maintain detailed documentation in Salesforce, and capture key customer‑specific business knowledge.
- Provide creative solutions to complex business and technical challenges, deliver effective product demonstrations, and support strategies to drive product saturation across your portfolio.
- 3+ years in customer success, account management, or a related field.
- Prior experience with SaaS solutions and customer success platforms preferred.
- Proficiency in ChurnZero, Salesforce, Qlik, Looker, Metabase, and Microsoft Office Suite.
- Ability to analyze financial and performance metrics.
- Hybrid working model: We offer flexible working options, allowing you to split your time between remote work and office‑based work, providing you with the best of both worlds.
- Private medical: We provide private medical insurance to all our associates to ensure they receive the best possible healthcare.
- Private dental: We offer private dental insurance to all associates, helping you to maintain good oral health.
- Pension: We offer a comprehensive pension scheme to all our associates to help them save for their retirement.
- Travel insurance: We provide travel insurance for all associates; the travel policy covers you for both business and leisure travel.
- Life insurance: We offer life insurance to all associates to provide financial security for their loved ones in case of any unforeseen circumstances.
- Group income protection: We provide group income protection to all associates, providing them with a financial safety net in case of long‑term illness or injury.
- Wellbeing and support: Our company cares about the wellbeing of its associates and offers a range of wellbeing and support services, including mental health support, counselling, and employee assistance programmes.
- Maternity/Paternity leave: VitalSource believes that the birth of a child is a special event and provides paid maternity/paternity leave to new parents.
- Education assistance: As our associates are our most valuable asset, we provide education assistance for our associates to further their education.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, work‑related mental or physical disability, veteran status, sexual orientation, gender identity, or genetic information.
Customer Success Manager employer: VitalSource
VitalSource® is an exceptional employer that prioritises the growth and wellbeing of its associates, offering a hybrid working model that balances remote flexibility with in-office collaboration in Milton Keynes. With comprehensive benefits including private medical and dental insurance, a robust pension scheme, and education assistance, employees are supported both personally and professionally. The company fosters a dynamic work culture where Customer Success Managers can thrive as trusted advisors, driving meaningful impact for customers while enjoying opportunities for career advancement.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Tip Number 1
Network like a pro! Reach out to current or former employees at VitalSource on LinkedIn. A friendly chat can give us insider info about the company culture and what they really value in a Customer Success Manager.
✨Tip Number 2
Prepare for those interviews by practising common questions. We should focus on how we’ve built relationships and driven customer success in past roles. Use specific examples to show off our skills!
✨Tip Number 3
Don’t forget to showcase our knowledge of SaaS solutions and tools like Salesforce and ChurnZero. We can even mention how we've used data to drive customer satisfaction and retention in previous jobs.
✨Tip Number 4
Apply through our website! It’s the best way to ensure our application gets seen. Plus, it shows we’re genuinely interested in being part of the VitalSource team.
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Success Manager role. Highlight your experience in customer success and any relevant SaaS solutions you've worked with. We want to see how you can bring value to our team!
Showcase Your Relationship-Building Skills:In your application, emphasise your ability to build strong relationships with customers. Share examples of how you've successfully engaged clients and driven satisfaction in previous roles. This is key for us at StudySmarter!
Be Clear and Concise:When writing your application, keep it clear and to the point. Use bullet points where possible to make it easy for us to read. We appreciate a well-structured application that gets straight to the heart of your qualifications.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at VitalSource
✨Know Your Customer Success Stuff
Make sure you brush up on your customer success knowledge, especially around SaaS solutions. Familiarise yourself with tools like ChurnZero and Salesforce, as well as the key responsibilities of the role. This will help you speak confidently about how you can drive satisfaction and retention for customers.
✨Show Off Your Relationship-Building Skills
Prepare examples of how you've built strong relationships in previous roles. Think about specific instances where you acted as an advocate for a customer or helped them achieve their goals. This will demonstrate your ability to connect with stakeholders and understand their needs.
✨Be Ready to Discuss Onboarding Strategies
Since onboarding is a big part of the role, come prepared with ideas on how you would lead seamless onboarding experiences. Share any past experiences where you successfully managed onboarding projects and how you ensured timely delivery and customer satisfaction.
✨Understand Financial Metrics
Brush up on your financial analysis skills, as you'll need to monitor trends and manage annual recurring revenue. Be ready to discuss how you've used data to identify upselling opportunities or improve product usage in your previous roles.
